What is the typical uptime for Jira Cloud? How this works with the add-ons?

[Inna S]

Hi, 

I'm trying to figure out what is the typical uptime %% for the Jira Cloud. 

This page https://jira-software.status.atlassian.com/history only shows data for the last month and I would rather have more broad picture. November numbers suggest we would be entitled for 25% refund and this is troubling. 

Also, because about half of the Jira cost is from the add-ons I would like to learn how add-ons uptime is tracked and if there are refunds there.

Finally I would like to know how do you track and manage the uptime/refund part of the Jira administration.

Thank you.

[Ste Wright]

Hi @Inna S 

I'd recommend you check out:

• https://www.atlassian.com/trust
• https://www.atlassian.com/legal/sla

^ There's good information on here about this topic.

Otherwise, I'd contact Atlassian Support for more assistance - the Community is mostly other users like yourself, and this question is likely best answered by Atlassian directly :)

Ste

[Inna S]

Thank you, @Ste Wright , I had the support case opened on this and received the instructions on how to track the outages and file the refund requests. 

Added this one to the list of the admin's burdens. 

The thing is that the vendor promise in official docs does not usually reflects the real user experience. E.g. if we would be using the system this last November full scale we would be eligible for 25% refund, that is huge. I am trying to understand if this is a typical  situation or just an unfortunate glitch.

[Ste Wright]

Hi @Inna S 

I'm not sure how you're calculating 25% refund unfortunately.

Atlassian operates a SaaS platform - and like most large companies in this space, does suffer some incidents - and are very transparent about them (as seen from your link to their status page and incident history).

But from my experience, significant incidents are extremely rare.

Ste

[Inna S]

@Ste Wright , last Nov shows total 17h outage. That makes it into 97.5%.

Of course, the total price includes the cost of add-ons and they won't issue a refund in such a case, but still.

But if this is the rare case, then we should be good.

[Ste Wright]

Hi @Inna S 

There's no mention of all customers being impacted though - just some customers - so could easily have had zero impact on your instance!

I can only talk from my experience though, as I've said in previous comments. You'll need to make your own decision on whether this is acceptable for you :)

Ste